This article applies to selling in: Australia

Food Safety Investigation

Important: We might conduct a Food Safety Investigation when we become aware of a food safety issue, for example when we receive a report from a customer. If you list products for sale on our store, you must comply with all local laws, regulations, and our policies applicable to those products and product listings.

Food Safety Investigation

Food Safety Investigation is a series of activities we do to protect our customer's safety. Food safety issues can include, but are not limited to, food poisoning, allergies, contamination, or discovery of foreign objects. In order to prevent or minimise the spread of safety risks, we may temporarily suspend your listing from our store during a Food Safety Investigation.

Food Safety Investigation Policy

We prioritise customer safety first and foremost in our Food Safety Investigation.

We do not allow Selling Partners to list products with safety issues.

When you do not follow our Food Safety Investigation Policy

The privilege of selling products at our store may be suspended, if any of the below occurs.

  • Unable to confirm the food safety
  • Submitted documents are not sufficient
  • Failed to submit the required documents

When your listing is suppressed due to a Food Safety Investigation

We will send you an email notification with a description of the issue and the reason why your listing has been suppressed. We will also provide information in the notification for listing reinstatement, the documents to be submitted, and the next steps to be taken.

Your responsibilities as a Selling Partner during the Food Safety Investigation

It is your responsibility to provide the correct information and documents during a Food Safety Investigation. You may need to ask for cooperation from the manufacturer or importer to provide information as needed.

Listing reinstatement

To successfully reinstate listings impacted by a Food Safety Investigation, we might require documents to prove the safety and compliance of the product. You can upload the required documents from the link provided in the email notification. If necessary, consult with the manufacturer or importer of the product that you are selling by referring to the issue.

Note: Please submit the documents in English. Our support is only available in English. We appreciate your understanding.
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